Automation assign to agent when ticket is auto solved from pending status

14 Commentaires

  • Serge Payette

    Hi Yura,

      Here's something that might do the trick for you.  How about you insert a tag as part of that Automation rule you've created, tag could be something like: Assign_from_Pending_Auto_Rule

      More specifically, the condition would be:

        Then in addition to your status change (to Solved) action, you'd insert that tag:

      The next step would be to create a Trigger rule to take care of tickets with that same tag, this is where the assignment would take place.

     

      Therefore, the auto rule would take care of solving the ticket after 3 pending days while trigger rule would address the assignment.  I'd recommend to notify the requester as part of the trigger rule to avoid sending two notifs.

    Rgds

    2
  • Yura Yefymenko

    Hi Serge,

     

    Thank you for your help.  It turned out that I actually had another automation before the final solve, that sent a update to requester, when the ticket was in pending for too long.  So I ended up doing it a little differently.  But your proposed solution was very helpful in helping me come up with an alternative idea.

     

    Thank you very much for your help.

     

    Yura.

    1
  • Jessie Schutz
    Zendesk team member

    Thanks for the thorough answer, Serge! Love it. :) Yura, I'm glad you were able to get it set up in a way that works for you!

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  • Paul Gonzalez

    Tried the suggested method but its not working. Its just not assigning to anyone at all.

    0
  • Serge Payette

    Hi Paul,

      I just tested it (once again) and it works fine for me.  Would it be possible for you to provide more details ?  Should I understand that the ticket is solved and the tag is created (by the auto rule) but the ticket assignment isn't working ?  What about the notification ?

      Can you share the auto and trigger rules you're using ?  Have you been able to validate if any of the auto and/or trigger rules have being hit ?

    Rgds

    Serge

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  • Paul Gonzalez

    Hello Serge,

    Definitely the auto and trigger are being hit, it just doesn't assign to anyone.

     

    As you can see here, the auto is being hit, the tag is being set, then the trigger is being hit and the tag is being removed but no assignment:

    https://www.dropbox.com/s/km16188nnvtcwrb/Screenshot%202016-03-29%2017.49.29.png?dl=0

    Now here is the auto:

    https://www.dropbox.com/s/qug3jl5uy9nu9mt/Screenshot%202016-03-29%2017.51.06.png?dl=0

    Here is the trigger (I'm not sending email and I'm checking that its not currently assigned to someone else):

    https://www.dropbox.com/s/h23rgww9tk6d9z8/Screenshot%202016-03-29%2017.51.42.png?dl=0

     

    What do you think? I even tried just setting a trigger:

    "If ticket is solved, and assignee is "blank" then assignee is *current user*"

    It didn't do anything either.

     

    Thanks,

    Paul

     

     

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  • Serge Payette

    Hi Paul,

      Hmmm, it should work however it'd be better to remove the action "ticket: Assignee (current user)" from the auto rule.  It should change anything but just to be on the safe side.

      Make sure that there's no garbage character in the tag name (just in case).  I'd then save once more both rules (auto and trigger) and test again by creating a dummy ticket with "assigned_pending" tag. 

      You may also consider a "ticket status is Solved" as a condition for your trigger.

    Hope this helps

    Serge

    0
  • Paul Gonzalez

    I don't think the problem is the conditions, I will get rid of the action on the auto, but still it doesn't move anything else.

    Both auto/trigger are being "triggered" or applying their actions, but still nothing with the assignee.

    The problem is the automation. If I create a trigger, for example:

    On update, if comment text includes "solve pls" then solve the ticket and add the tag "assigned_pending", then:

    If the agent send a comment saying "solve pls" then the first trigger will solve the ticket and apply the tag, the second trigger will work as expected. Will delete the tag and assign to agent.

    Any thoughts? Thanks for your help Serge.

     

    0
  • Serge Payette

    Hi Paul,

      OK, so let me first make sure I correctly understood your last update.  Your broke this issue in smaller pieces by testing the trigger rule only and it worked fine.

    1. A different trigger rule has the following Condition: "solved pls" content.
    2. Two actions then took place from that same trigger rule:
    3. Change ticket status to Solved
    4. Insert "assigned_pending" tag which is the triggering condition for the other trigger rule
    5. And it worked fine.  The ticket was assigned to the last Agent which updated it.

      I just made a change to my auto rule to try something else, however it won't run before 40 minutes from now and it's getting late here, so I'll check the result tomorrow.  Quick thing for you though; (current user) should only work if the ticket had previously been updated at least once by an Agent.  Can you pls. double check if that was the case for the tickets you tested with ?

      One more thing, just to make sure that your trigger rule is working, you could add few actions to it.  Things like adding tags, sending an email notif to a specific Agent or changing ticket priority.  Anything of that nature so that we can isolate this to the "Ticket Assignee: (current user) situation.

    Hope this helps.

    Serge

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  • Paul Gonzalez

    Hi Serge, thanks for following up with me, I really appreciate it. 

    To answer your questions. The 5 steps you wrote in, correct thats how my test worked.

    I can confirm all tickets had one public comment by an agent.

    And about the trigger, well remember it has the action to delete the tag.

    The only thing I can think of Serge is the fact that current user is "Current user is a reference to the last person who updated the ticket".

    When the automation changes the tag and triggers the.. (duh) trigger that last action is made by "Zendesk" not an actual user.  See the following screenshot:

    https://www.dropbox.com/s/yjyf6wurhykovac/Screenshot%202016-03-30%2021.34.58.png?dl=0

    What do you think?

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  • Serge Payette

    Paul,

      I'm afraid you may be right.  Nonetheless, there has to be a way around this.  I'm trying something else, will keep you posted.

    Rgds

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  • Paul Gonzalez

    Lol Serge. 

     

    Thanks for your help. For now I just create a trigger to assign to ticket as soon as its set to Pending, unless is already assigned.

    So basically instead of assigning after solving. I'm assigning before solving.

    Will work for now.

     

    Thanks,

     

    Paul

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  • Serge Payette

    Paul,

      Good thinking, indeed that's a good workaround.  Still you may want to check with ZD to report the fact that "Ticket: Assignee (current user)" does not work as an Auto action.

    Rgds

    Serge

    0
  • Paul Gonzalez

    I already did Serge. They know about it :(.

     

    Honestly its a little frustrating that such easy things are so complicated in Zendesk. It's a powerful tool but at the same time is so weak.

     

    Thanks have a great day.

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